New End-to-End Customer Experience

New End-to-End Customer Experience

New End-to-End Customer Experience

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RESPONSIBILITIES
UX RESEARCH
UX RESEARCH
UX DESIGN
UX DESIGN
Video Editing
UX DESIGN
UX DESIGN
DELIVERABLES

Concept Video

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OVERVIEW

Designing the North Star Vision for a New End-to-End Customer Experience

Designing the North Star Vision for a New End-to-End Customer Experience

As a UX Design Intern at Motorola Solution’s service design department, I was tasked with defining the North Star vision of the end-to-end customer experience for the TLK-25 product line—a wearable communications device designed for the hospitality industry. The final output was a comprehensive video showing the full experience. Due to NDA, I cannot display the final concept video.

As a UX Design Intern at Motorola Solution’s service design department, I was tasked with defining the North Star vision of the end-to-end customer experience for the TLK-25 product line—a wearable communications device designed for the hospitality industry. The final output was a comprehensive video showing the full experience. Due to NDA, I cannot display the final concept video.

As a UX Design Intern at Motorola Solution’s service design department, I was tasked with defining the North Star vision of the end-to-end customer experience for the TLK-25 product line—a wearable communications device designed for the hospitality industry. The final output was a comprehensive video showing the full experience. Due to NDA, I cannot display the final concept video.

ABOUT

Motorola Solutions' provisioning portal allows users to set up devices by adding them to talk groups or group chats. While the system was mainly used by dealers with expert experience, it became clear that without dealer's help, customers will struggle to navigate the portal effectively on their own.

With the new TLK-25 product line, addressing this challenge is critical to empowering customers, improving their experience, and reducing inefficiencies for both users and dealers.

Motorola Solutions' provisioning portal allows users to set up devices by adding them to talk groups or group chats. While the system was mainly used by dealers with expert experience, it became clear that without dealer's help, customers will struggle to navigate the portal effectively on their own.

With the new TLK-25 product line, addressing this challenge is critical to empowering customers, improving their experience, and reducing inefficiencies for both users and dealers.

Motorola Solutions' provisioning portal allows users to set up devices by adding them to talk groups or group chats. While the system was mainly used by dealers with expert experience, it became clear that without dealer's help, customers will struggle to navigate the portal effectively on their own.

With the new TLK-25 product line, addressing this challenge is critical to empowering customers, improving their experience, and reducing inefficiencies for both users and dealers.

As a global leader in mission-critical communications and enterprise software, Motorola Solutions supports millions of users across public safety, manufacturing, hospitality, and more. From two-way radios to advanced software platforms, our solutions enable teams to stay connected and informed.

As a global leader in mission-critical communications and enterprise software, Motorola Solutions supports millions of users across public safety, manufacturing, hospitality, and more. From two-way radios to advanced software platforms, our solutions enable teams to stay connected and informed.

As a global leader in mission-critical communications and enterprise software, Motorola Solutions supports millions of users across public safety, manufacturing, hospitality, and more. From two-way radios to advanced software platforms, our solutions enable teams to stay connected and informed.

Timeline

2022 May-2022 September

Timeline

2022 May-2022 September

Timeline

2022 May-2022 September

PROJECT DETAILS

Motorola Solutions powers critical communications 

Motorola Solutions powers critical communications 

Motorola Solutions powers critical communications 

As a global leader in mission-critical communications and enterprise software, Motorola Solutions supports millions of users across public safety, manufacturing, hospitality, and more. From two-way radios to advanced software platforms, our solutions enable teams to stay connected and informed.

As a global leader in mission-critical communications and enterprise software, Motorola Solutions supports millions of users across public safety, manufacturing, hospitality, and more. From two-way radios to advanced software platforms, our solutions enable teams to stay connected and informed.

As a global leader in mission-critical communications and enterprise software, Motorola Solutions supports millions of users across public safety, manufacturing, hospitality, and more. From two-way radios to advanced software platforms, our solutions enable teams to stay connected and informed.

Hinge is a dating app focuses on fostering more meaningful connections.


The Windshield Wiper is an animated short film that portraits various form of social love in all walks of life and places.

THE CHALLENGE

Shifting from Dealer-Dependent to Customer-Empowered: Redefining TLK-25 Device Management

Among the 4 stages of customer experience, I primarily focused on the configuration the experience.

PROPOSED SOLUTIONS

Balancing the Bigger Picture with the Details

Balancing the Bigger Picture with the Details

Balancing the Bigger Picture with the Details

These touchpoints focused on eliminating uncertainty, minimizing manual effort, and guiding users through an efficient device setup process.

These touchpoints focused on eliminating uncertainty, minimizing manual effort, and guiding users through an efficient device setup process.

These touchpoints focused on eliminating uncertainty, minimizing manual effort, and guiding users through an efficient device setup process.

Identified key touchpoints to streamline the device management experience

Identified key touchpoints to streamline the device management experience

Identified key touchpoints to streamline the device management experience

Proposed Feature:

Proposed Feature:

Proposed Feature:

Intertwining storylines

  • The Windshield Wiper is a montage-style film with multiple storylines mixed together.


  • Sleep No More is a multi-story, immersive set. Audiences can follow any performer and uncover different aspects of the narrative as they explore.

Unexpected encounters

  • The Windshield Wiper conveys that love is the secret society that can happen anywhere.


  • Sleep No More encourages the audiences to explore the various rooms, open drawers, read letters, and interact with the set and props. This hands-on exploration can lead to unexpected discoveries and encounters.

Active participation

  • The Windshield Wiper portrays the stories of all walks of life in ordinary settings. It could be the story of anyone.


  • Sleep No More encourages the audiences to become active participants in the show. Performers are trained to engage with the audience.

Proposed Feature:

Proposed Feature:

Proposed Feature:

Step-by-Step Guided Setup Wizard

Introduces a wizard to guide users through the setup process in the correct sequence.


Before…

Before…

Before…

Uncertainty on Setup Process

Uncertainty about where to start in the provisioning portal, but not following an optimal setup sequence can lead to additional manual work.

Proposed Feature:

Proposed Feature:

Proposed Feature:

Optimized Workflow Logic

Create template users to apply pre-configured settings to multiple devices, saving time on recurring setups.

  • Use cloning features to replicate configurations from an existing user or device, ensuring consistency across teams.

  • Batch configure multiple devices at once, reducing repetitive manual steps while retaining flexibility for unique needs.


Before…

Before…

Before…

Tedious Manual Work

The previous provisioning process required users to manually configure each device one by one, a time-consuming and error-prone approach.

My takeaways

Balancing the Bigger Picture with the Details

Balancing the Bigger Picture with the Details

Balancing the Bigger Picture with the Details

Working on this project taught me the importance of zooming in and out during the design process. While my primary responsibility was to define a high-level, end-to-end customer experience that was intuitive and user-friendly, I often needed to zoom in on smaller details to ensure the vision was grounded in practical, actionable solutions.

This reminded me that every design decision—no matter how small—is like a piece of a jigsaw puzzle that contributes to the overall user experience.

Working on this project taught me the importance of zooming in and out during the design process. While my primary responsibility was to define a high-level, end-to-end customer experience that was intuitive and user-friendly, I often needed to zoom in on smaller details to ensure the vision was grounded in practical, actionable solutions.

This reminded me that every design decision—no matter how small—is like a piece of a jigsaw puzzle that contributes to the overall user experience.

Working on this project taught me the importance of zooming in and out during the design process. While my primary responsibility was to define a high-level, end-to-end customer experience that was intuitive and user-friendly, I often needed to zoom in on smaller details to ensure the vision was grounded in practical, actionable solutions.

This reminded me that every design decision—no matter how small—is like a piece of a jigsaw puzzle that contributes to the overall user experience.